Customer Service Engineer | alfanar Eelctric

alfanar; Saudi Arabia; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player seeks a dedicated professional to enhance customer interactions and support operational excellence. This role involves engaging with clients, managing inquiries, and analyzing service data to drive improvements. Join a company that values its employees and promotes a proactive work environment, where your contributions directly impact customer satisfaction and service quality. If you are passionate about customer service and eager to grow within a dynamic organization, this opportunity is perfect for you.

Qualifications

• 2 to 4 years of experience in customer service roles.
• Ability to manage customer inquiries and conflicts effectively.

Responsibilities

• Engage with customers via various channels to address inquiries.
• Analyze customer service data to identify trends and improve service.

Skills

Customer Conflict Management

Customer Engagement Best Practices

Customer Relationship Management

Customer Satisfaction Measurement

Education

Bachelor Degree in Electrical Engineering

Job description

Job description:Job Purpose

This Position exists to perform engineering tasks efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Key Accountability Areas

Customer Interaction:

• Engage with customers via phone, email, chat, and other channels in a courteous, empathetic, and professional manner.

• Serve as the initial point of contact for customer inquiries and concerns.

Ticket Management:

• Create and manage tickets to track and prioritize customer requests.

• Ensure tickets are updated with accurate and detailed records of customer interactions.

Inquiry Evaluation and Resolution:

• Assess the nature and urgency of customer inquiries to determine the appropriate resolution approach.

• Categorize and prioritize inquiries based on established criteria.

• Forward inquiries to relevant departments promptly for resolution.

• Escalate urgent or complex issues to appropriate personnel when required.

Data Analysis and Reporting:

• Analyze customer service data to identify trends and recurring issues.

• Generate performance reports on inquiry volumes, response times, and resolution rates.

Customer Support:

• Assist customers with troubleshooting and resolving issues related to products or services.

• Maintain an in-depth understanding of the company's offerings to provide accurate assistance.

Communication and Collaboration:

• Act as the liaison between the customer service center and other departments, ensuring smooth communication and information flow.

• Share customer feedback with relevant teams to support continuous improvement initiatives.

Standards and Procedures:

• Implement and enforce customer service standards and procedures.

• Ensure compliance with established guidelines to maintain service excellence.

Feedback and Improvement:

• Gather and analyze customer feedback to identify improvement areas.

• Collaborate with teams to develop proactive solutions and enhance customer satisfaction.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job
• To have a vision and a plan for the career path and how to achieve it.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification Bachelor Degree in Electrical EngineeringWork Experience 2 to 4 YearsTechnical / Functional Competencies Customer Conflict ManagementCustomer DevelopmentCustomer Document AnalysisCustomer Engagement Best PracticesCustomer FocusCustomer KnowledgeCustomer ProfilingCustomer Relationship ManagementCustomer Satisfaction MeasurementCustomer Satisfaction SurveysCustomer ServiceCustomer Service OrientedProfile description:

Alfanar is a Saudi company with an international presence, primarily engaged in the manufacturing and trading of a wide variety of low, medium, and high voltage electrical products, in addition to its portfolio of conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions.

The hub of alfanar's manufacturing operations is Medinet alfanar Alsinaiya, a 700,000 square-meter complex located in Riyadh. The complex houses an array of ultra-modern manufacturing facilities and laboratories equipped with state-of-the-art technologies and staffed with highly skilled professionals.

alfanar derives its success from its commitment to providing the highest quality standards to its customers, and the continuous development of its human capital, who alfanar considers its most valuable asset. With this in mind, alfanar promotes a proactive work environment where its employees are always valued, nurtured, and empowered to fuel their pride in being part of alfanar.

For more information about alfanar, please visit alfanar.com